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Samsara (NYSE: IOT) is the pioneer of the Connected Operations Cloud, a platform enabling organizations dependent on physical operations to harness IoT data for actionable insights. The company serves industries representing over 40% of global GDP—agriculture, construction, field services, transportation, and manufacturing—helping digitally transform their operations at scale.
The Support Tools Product team defines the vision, roadmap, and user experience for core support tools that drive the customer support experience. As Senior Product Manager for Support Tools, you will own a significant module within Samsara's support technology stack, driving strategy and solving high-impact problems across multiple teams while influencing the long-term strategic direction of the support tools ecosystem.
Key responsibilities include:
**Discovery & Research**: Lead deep user research to identify, document, and anticipate core customer support pain points and future tooling needs. Engage with support teams, customers, and stakeholders to understand workflows and pain points.
**Design & Strategy**: Draft comprehensive Product Requirements Documents (PRDs) and design artifacts (wireframes), ensuring alignment with business goals and automated workflows. Define the product vision and roadmap for your assigned tools.
**Build & Execution**: Oversee feature execution and drive rigorous usability testing, collaborating with GTM Support, Sales Ops, and AI + Data Analytics teams. Manage the full product development lifecycle from conception through launch.
**Launch & Adoption**: Coordinate all aspects of release, including change management, enablement programs, and documentation for seamless field adoption. Ensure smooth rollout and user enablement.
**Measurement & Iteration**: Define and track key performance indicators (KPIs) and adoption metrics to measure business impact and inform rapid roadmap iterations. Use data to drive continuous improvement.
**Culture & Leadership**: Champion and embed Samsara's cultural principles (Focus on Customer Success, Build for the Long Term, Adopt a Growth Mindset, Be Inclusive, Win as a Team) as the company scales globally.
You should thrive in ambiguity, have genuine curiosity about how businesses operate, and build strong relationships with customers and cross-functional teams. The role requires deep expertise in GTM tooling and a track record of delivering substantial impact across multiple tools in fast-paced SaaS environments.
